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Skills

  • Call handling efficiency
  • Team management
  • Regulatory compliance
  • VIP experience
  • Operational improvement
  • Attention to detail
  • Customer Reviews & Feedback Optimization
  • Transportation information
  • Data-driven decision making
  • Reservation management

Work Experiences

  • Recommended various packages and amenities to guests, assisting them in finding the ideal accommodations for their specific needs.
  • Accurately processed cancellations and re-bookings.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout the booking cycle.
  • Engaged customers and used active listening and effective interpersonal skills to provide high levels of customer service to each individual.
  • Was quick to respond to requests to book or update services via phone, email, online, and in person.
  • Coordinated group hotel bookings for weddings and special events with the sales department.
  • Made daily floor sheets that detailed reservations.
  • Achieved a 22% growth in global clientele.
  • Achieved improvement over a 6 months period.
  • Achieved an Outstanding Service Award for cross-team collaboration.

Summaries

  • Within Travel and Hospitality, senior Reservation Executive and outstanding performer in strategic planning and budget management.
  • Adept at managing VIP guest preferences and profiles, significantly contributing to a 50% guest retention rate and an exceptional customer experience.
  • Exceptional at informing incoming guests about facility amenities and providing recommendations for entertainment and dining options.
  • Clear understanding of project management and process improvement as well as cross-functional collaboration training.
  • Customer-focused Reservation Agent with 16 years of Travel and Hospitality experience.
  • Achieved 33% growth year-over-year.
  • Costs were consistently reduced while profits were increased.
  • Analytical professional with expertise in guest reservation data.
  • Achieved 84% growth in global bookings.
  • Budget management expertise and 5 years of experience are ready to be put to use.

Accomplishments

  • Documented and resolved system which led to process.
  • Resolved 7 guest complaints per month through personalized and proactive issue handling, resulting in a 34% reduction in escalations.
  • Improved reservation processing times by implementing automated tools that decreased manual input errors by 76%.
  • Collaborated with IT to enhance the reservation platform's user interface, decreasing customer response time by 59% seconds.
  • Led efforts to streamline the refund process, reducing cancellation fees by 22% and increasing customer retention by 65%.
  • Monitored and analyzed weekly booking patterns, providing actionable insights that led to a 81% improvement in guest retention.
  • Implemented a new reservation system that reduced call handling time by 3% and boosted agent efficiency by 18%.
  • Received President's Club for outstanding service excellence by continuously surpassing performance metrics and contributing to the team's success.
  • Successfully processed 11 daily reservations, including last-minute changes, cancellations, and modifications, ensuring minimal customer disruptions.
  • Assisted in resolving escalated booking mistakes caused by third-party systems, recovering over 8 in annual lost revenue.

Affiliations

  • International Air Transport Association (IATA)
  • Professional Association of Innkeepers International (PAII)
  • Jaycees
  • Ecotourism Society
  • American Society of Safety Professionals
  • Society of Human Resource Management
  • National Reservation Agents Association (NRAA)
  • Society of Women Engineers
  • International Customer Service Association (ICSA)
  • Society for Incentive Travel Excellence (SITE)

Certifications

  • Certified Reservations Specialist (CRS)
  • Certified Revenue Management Executive (CRME)
  • International Reservations Specialist Training
  • First Aid/CPR Certified
  • SHRM Certified Professional (SHRM-CP)
  • Airline Reservation and Ticketing Certification
  • Travel Insurance Expert Certification
  • Professional in Revenue Management (PRM) Certification
  • Operations and Guest Relations Certification
  • YIELDmatters Certification in Revenue Management

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